Incident Management best practices

[GayathriThekke1]

Hi,
Assume there are multiple processes in production and we want to streamline all incident tickets into ServiceNow. Is there any Incident management process document available for BP automated processes, which would give a guideline on how to define incident types. how to define impact and urgency of incidents etc.

I am looking at creating a process guideline document which the L1,L2, L3 support team can use post Go live.

Thanks

[hossein.azimi]

Hi,

There is not any Incident management process document available from Blue Prism side.

I would suggest creating a process as a temple and use a data item to change incident types.




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Hossein Azimi
Customer Support Engineer, APAC
Blue Prism
Australia/Sydney
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